Hotel Desk Clerk

Significant Points
* Job opportunities should be plentiful, because of substantial replacement needs.
* Evening, weekend, and part-time work hours create potential for flexible schedules.
* Professional appearance and personality are more important than formal academic training in landing a job.

Hotel, motel, and resort desk clerks perform a variety of services for guests of hotels, motels, and other lodging establishments. Regardless of the type of accommodation, most desk clerks have similar responsibilities. They register arriving guests, assign rooms, and check out guests at the end of their stay. They also keep records of room assignments and other registration-related information on computers. When guests check out, desk clerks prepare and explain the charges, as well as process payments.

Front-desk clerks always are in the public eye and typically are the first line of customer service for a lodging property. Their attitude and behavior greatly influence the public’s impressions of the establishment. And as such, they always must be courteous and helpful. Desk clerks answer questions about services, checkout times, the local community, or other matters of public interest. Clerks also report problems with guest rooms or public facilities to members of the housekeeping or maintenance staff for them to correct the problems. In larger hotels or in larger cities, desk clerks may refer queries about area attractions to a concierge and may direct more complicated questions to the appropriate manager.

In some smaller hotels and motels, where smaller staffs are employed, clerks may take on a variety of additional responsibilities, such as bringing fresh linens to rooms, which usually are performed by employees in other departments of larger lodging establishments. In the smaller places, desk clerks often are responsible for all front-office operations, information, and services. For example, they may perform the work of a bookkeeper, advance reservation agent, cashier, laundry attendant, and telephone switchboard operator.

Hotels are open around the clock creating the need for night and weekend work. Extended hours of operation also afford the many part-time job seekers an opportunity to find work in these establishments, especially on evenings and late-night shifts or on weekends and holidays. About half of all desk clerks work a 35 to 40 hour week—most of the rest work fewer hours—so the jobs are attractive to persons seeking part-time work or jobs with flexible schedules. Most clerks work in areas that are clean, well lit, and relatively quiet, although lobbies can become crowded and noisy when busy. Many hotels have stringent dress guidelines for desk clerks.

Desk clerks may experience particularly hectic times during check-in and check-out times or incur the pressures encountered when dealing with convention guests or large groups of tourists at one time. Moreover, dealing with irate guests can be stressful. Computer failures can further complicate an already busy time and add to stress levels. Hotel desk clerks may be on their feet most of the time and may occasionally be asked to lift heavy guest luggage.

Hotel, motel, and resort desk clerks deal directly with the public, so a professional appearance and a pleasant personality are important. A clear speaking voice and fluency in English also are essential, because these employees talk directly with hotel guests and the public and frequently use the telephone or public-address systems. Good spelling and computer literacy are needed, because most of the work involves use of a computer. In addition, speaking a foreign language fluently is increasingly helpful, because of the growing international clientele of many properties.

Most hotel, motel, and resort desk clerks receive orientation and training on the job. Orientation may include an explanation of the job duties and information about the establishment, such as the arrangement of sleeping rooms, availability of additional services, such as a business or fitness center, and location of guest facilities, such as ice and vending machines, restaurants and other nearby retail stores. New employees learn job tasks through on-the-job training under the guidance of a supervisor or an experienced desk clerk. They often receive additional training on interpersonal or customer service skills and on how to use the computerized reservation, room assignment, and billing systems and equipment. Desk clerks typically continue to receive instruction on new procedures and on company policies after their initial training ends.

Formal academic training generally is not required so many students take jobs as desk clerks on evening or weekend shifts or during school vacation periods. Most employers look for people who are friendly and customer-service oriented, well groomed, and display the maturity and self confidence to demonstrate good judgment. Desk clerks, especially in high-volume and higher-end properties should be quick-thinking, show initiative, and be able to work as a member of a team. Hotel managers typically look for these personal characteristics when hiring first-time desk clerks, because it is easier to teach company policy and computer skills than personality traits.

Large hotel and motel chains may offer better opportunities for advancement than small, independently owned establishments. The large chains have more extensive career ladder programs and may offer desk clerks an opportunity to participate in a management training program. Also, the Educational Institute of the American Hotel and Motel Association offers home-study or group-study courses in lodging management, which may help some obtain promotions more rapidly.

Employment of hotel, motel, and resort desk clerks is expected to grow about as fast as the average for all occupations through 2014, as more hotels, motels, and other lodging establishments are built and occupancy rates rise. Job opportunities for hotel and motel desk clerks also will result from a need to replace workers, because many of these clerks either transfer to other occupations that offer better pay and advancement opportunities or simply leave the workforce altogether. Opportunities for part-time work should continue to be plentiful, because these businesses typically are staffed 24 hours a day, 7 days a week.

Employment of hotel and motel desk clerks should benefit from an increase in business and leisure travel. Shifts in preferences away from long vacations and toward long weekends and other, more frequent, shorter trips also should boost demand for these workers, because such stays increase the number of nights spent in hotels. While many lower budget and extended-stay establishments are being built to cater to families and the leisure traveler, many new luxury and resort accommodations also are opening to serve the upscale client. With the increased number of units requiring staff, employment opportunities for desk clerks should be good.

Growth of hotel, motel, and resort desk clerk jobs will be moderated by technology. Automated check-in and check-out procedures reduce the backlog of guests waiting for desk service and may reduce peak front desk staffing needs in many establishments. Nevertheless, the front desk remains the principal point of contact for guests at most properties and most will continue to have clerks on duty.

Employment of desk clerks is sensitive to cyclical swings in the economy. During recessions, vacation and business travel declines, and hotels and motels need fewer desk clerks. Similarly, employment is affected by special events, business and convention business, and seasonal fluctuations.

Median annual earnings of hotel, motel and resort desk clerks were 17,700 in May 2004. The middle 50 percent earned between $15,190 and $21,270. The lowest 10 percent earned less than $13,040, while the highest 10 percent earned more than $25,200.

Earnings of hotel, motel and resort desk clerks vary by a number of seasonal or geographic factors, such as whether the establishment is in a major metropolitan area, a resort community, or other economic or regional characteristic. Earnings also will vary according to the size of the hotel and the level of service offered. For example, luxury hotels that offer guests more personal attention and a greater number of services typically have stricter and more demanding requirements for their desk staff. However, these higher standards of service also result in higher earnings for employees.

Other positions in the hospitality industry include lodging managers. Occupations that also require workers to deal face-to-face with the public include counter and rental clerks, customer service representatives, receptionists and information clerks, and retail salespersons.